Route ‑ Protection & Tracking

March 24, 2026

I granted Route collaborator access to install their app on my Shopify website. During this process, the widget broke my checkout button. When a customer went to checkout, it opened a file instead of leading to the checkout page. This went unnoticed for quite some time and negatively impacted my sales. Additionally, a Route cashback promotion was added to my widget without my approval, which could have caused further losses. These issues are unacceptable, especially given the trust I placed in the Route team. Based on these experiences, I do not feel confident recommending this app. I hope Route provides clearer guidance to their installation team to prevent similar problems in the future.

March 11, 2026

They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed. Customer called to have protection added on after they completed order, we added it BEFORE the order was processed. Route then would NOT honor the protection after order was damaged. Con artists.

March 10, 2026

March 5, 2026

Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website

March 3, 2026

We've used Route for over 3 years and just recently tried contacting them as our store had changed domains and got a new theme, and asked for expert help implementing the app again. They proceeded to reach out and refuse to add Route to our store again until we reach 1000 shipped orders a month on a normal basis. Apparently they implemented this in early 2026, cutting off any and all businesses below this number. Go elsewhere. Such a sham.

Feb. 28, 2026

Route has recently fallen short of expectations. They charge customers a significant amount for package insurance, yet when it comes time to file a claim, they become unhelpful. Recently, they did not assist us with a lost package, and we have decided we will be taking our business elsewhere.

Feb. 13, 2026

Customer service is impossible! It used to be good, but now you can't get anywhere.

Feb. 25, 2026

We highly recommend against this app. We have had no access to the features to file claims, our customers were unable to file claims on their own, and when you close your account, they want a year's worth of invoices for services not rendered. A quick look at their Instagram will show you that they don't allow comments or show likes - red flags for any eCommerce business.

Jan. 11, 2026

Definitely do not recommend. So much that I had to reinstall the app just to leave the review. Always have to fight with getting the customer taken care of with this app when you have a claim, support is lacking. They did end up paying the claims they owed after it was all said and done with though. There are better apps out there.

Dec. 6, 2025

My store has over 30 + sales for .98 Shopify says its a bot through this app. Hopefully the developers contact me soon. I uninstalled yesterday, but apparently it takes a couple days and my aov is suffering. The app is marking it fraud and returning money, Shopify says I have 2Factor Auth turned on so they can't get to any of my data! I'm so annoyed...

Oct. 21, 2025

Buyer beware, don’t do it!! Big mistake, after being called a million times, we installed this application, and the integration was seamless; however, that is the only positive interaction. After-sales support is nonexistent. The first month we get the bill, and our credit card is overcharged by approximately $250. We attempted to set up a call without success since phone support is nonexistent outside of sales for this company. To make a long story short, we ended up uninstalling the application and had to dispute the overcharges, terrible experience, BIG HASSLE! (Notice your sales representative does not have a phone number in their signature line). Wish I could leave a ZERO STAR REVIEW

June 13, 2025

This app is horrible now I have to constantly keep emailing back-and-forth for them to attach the route feature to my checkout. It was on my checkout for about a year and now all of a sudden it disappeared and I’ve gone back-and-forth for weeks now trying to get them to add it back to my cart I don’t understand why so difficult. On top of that every single time I try to login it tells me my password doesn’t work and every single time I go to change my password. It still tells me the new password that I changed it to doesn’t work. The only time that it lets me login is when I have to email somebody they have to send me password reset link and then it will work. I don’t understand what is wrong with this app and why it is so horrible now

May 20, 2025

Disappointing Experience — Lack of Support and Unfair Billing Practices We had high hopes when integrating Route into our store, but unfortunately, our experience has been deeply disappointing. From the start, we operated under a verbal agreement regarding a profit share model, which Route later claimed was never formalized—despite it being a key part of our original understanding. When we raised concerns about billing discrepancies, instead of working with us toward a fair resolution, the team became unresponsive and dismissive. We were told the issue would be reviewed, but have since been met with delays and no effort to find a middle ground. It's frustrating to feel ignored, especially when we're simply asking for transparency and fairness. If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice. Our goal was always to resolve this professionally and respectfully, but we were left with no support and no resolution.

March 14, 2025

This app sucks, they don't help merchants, promise you the world so you sign up and leave you hanging at the first technicality. Use NAVIDUIM Its cheap and you keep the money that customers pay for the damages and you can use the funds to PROPERLY TAKE CARE OF YOUR CUSTOMERS!!

March 10, 2025

Just not a good app. shipping insurance is already hard enough to deal with as is and adding a secondary party who now doesnt even accept a phone call does not help things. Save your customers money and avoid this app

Feb. 28, 2025

TERRIBLE Company-uninstalled Route after 4 months. Very bad experience for your customers- plus we have not received 2 payments from Route. Don't recommend as a consumer or as a website operator. Your customers will have a very bad experience! LOOK at the Better Business Bureau Reviews- 9 PAGES OF COMPLAINTS! I wish I had thought to look at the BBB first. Plus we have NOT BEEN PAID YET BY ROUTE! As a website we began using Route mid 2024. Many of our wonderful shoppers pay extra to have their packages "protected." However less than 1% actually need it and when they do Route makes them provide their Drivers License or ID and to add insult to injury they then ask them to do it AGAIN to have their claim notarized. YES you need to go to a live person and show them your ID as well! What a waste of time and energy and lack of data privacy for a $30 claim! I feel badly for anyone who has to make a claim. We heard so many bad reviews from our customers that we used Route personally several times and then, when our package was missing, we filed a claim. Oh my, it was worse than customers told us. Such a ridiculous interface and so much to do. They don't track your package and find it. They don't even try and interface with the place you purchased. Instead they have you- the customer who paid for their service, email them, take photos of ID, download your ID, write a narrative as to why you don't have it and then you have to RAISE YOUR RIGHT HAND and SWEAR that you don't have the package that has been lost!! So humiliating. I feel so bad for any customer who actually has to use the Route service. We agree with Global Formula's review, "They steal your customers money" RUN! And as website, they keep our money for 90 to 120 days. They keep 75% of the charge and claim they pay 25% to the retailer, but we have not seen a dime yet. They hire an insurance company--and guess what- insurance companies are in business to make money. SEG and Lloyds of London insure them. Beware of using Route.

Jan. 20, 2025

I do not recommend this application for the Shopify store, no competent customer service, no contact with technical support, the application does not work, they charge fees, but they are unable to provide service. You have to wait weeks for someone to respond, unfortunately, do not delude yourself, because they will not help you.

Jan. 5, 2025

I contacted Route customer support on December 20th regarding a missing reimbursement for an order they gave to a customer (from my funds) for an order back in September. They did not respond after several emails and contact through the Shopify app. Finally on December 26th they responded. Once I finally had someone respond I let them know that on that order the customer had also filed a chargeback for the Route insurance, in which I had previously contacted Shopify customer service about. The customer's bank sided with the customer. Shopify charged me the chargeback fee, even thought I didn't have the customer's Route insurance fee -- Route does. The chargeback should have been with Route. It is now January 5th. Route customer insurance keeps telling me to be patient that they are waiting on their billing department. I have followed up eleven times and asked for a supervisor four times. Route keeps telling me to be patient. They will NOT connect me with a supervisor. 1. Customer's Chargeback on order #***** Shopify charged me for both Route’s insurance fee (which was refunded to the customer) and the chargeback fee. The chargeback should have been handled by Route, not me. 2. Missing Reimbursement from Route: The main issue with Route is their failure to reimburse me for the amount refunded to the customer for the same order (#*****) due to an insurance claim through Route by the customer. This refund came out of my funds in September, yet Route has not returned the money to me. To summarize, there are two separate concerns for the same order #*****: The missing reimbursement from Route for the refund they issued to the customer. The Shopify chargeback for Route’s insurance fee and the associated chargeback fee for the same order. This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.

Jan. 3, 2025

Absolutely TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!! Save yourself the complete and utter terrible experience these people are only in it to STEAL YOUR CUSTOMERS MONEY!!!!!!!!!!!!!!!!! They take FOREVER to file claims and piss your customers off ultimately. I tried to give them a chance after a year or two having this app, I am giving up and taking my business elsewhere. A customer had a package leave our warehouse 3 weeks ago but still have tracking updates that we recent and inside their 6-7 day window. We went ahead and ate the replacement cost just to not get them mad. Route is USELESS!!!! Not only that but you will have to end up filing the customers claims for them, because lets face it, its "too hard". I have to wait days and days for anyone in customer service to get back to me and no one is ever on chat. They have been going way downhill ever since they took away dedicated account reps away and just used the chat. Now we are leaving and I already am getting something else set up. BYE!!!!!!!!!!!!

Dec. 17, 2024

The customer service is one of the worst I have ever seen. I have been trying to get help for over 2 months on a simple problem. I heard from a customer they couldn't checkout in mobile becasue the checkout button was not display. I figured it out, reported it to Route and 2 1/2 months later they have done nothing to help and every time I ask what is going on they say something like: "our engineering team will be glad to work on this as soon as resources are freed to do so. We'll let you know as soon as we have an update on this issue" And they never provide an update. Do yourself a favor and find another solution.